“I could have given negative score to this feedback. Worst service is not enough words to express by feedback and experience with this company. I booked my flights in March for May which got cancelled because of covid. They are just sending me email from May 2020 that refund is in process and I have not received it yet . Tried to expedite through customer service which are Terrible as well . They can’t help abs just want me to wait for refund for more than year .”
“I am so concerned since I just booked my flight for February 21. I called the number they gave me online and not able to get a hold of anybody. I am afraid that instead of a vacation, this is the beginning of a nightmare. How can we stop agencies like this? I am sure there is a way to report them so they stop taking people's money”
“Our flights were cancelled due to Covid travel restrictions. We have proof of this. Been waiting for nearly a year for the refund. Keep getting fobbed off. Customer service rude, obnoxious, company clearly not interested in helping or returning the money they took from us (£2000 uk stirling) for a flights that never happened.”
“DO NOT BOOK WITH GOTOGATE!
In July 2020, I booked a flight only to have it cancelled. After waiting on the phone for nearly 5 hours, they rebooked my flight for the next week (for a fee) and then cancelled that flight as well. I then spent the better part of a day trying to get a REFUND (over 4 hours on and off hold with them).
After several months (on 14 November 2020) I receive an email that they have received the funds from the airline and they are "Waiting to process payout" (I confirmed with All Nippon Airways that the refund to them occurred on the 2nd November). At the time of this review (29 January 2021) I am still waiting.
Do yourself a favor and never use GOTOGATE (or any of the Etraveli Sites)
L4G7TB”
“Worst company to book ur flight this was my first and last mistake of booking through this agency.
Very unprofessional company. They must be banned. They are cheats.”
“Sold tickets which were then canceled. money was not returned. it is not possible to call, sheer deception and promises. I do not even recommend starting to buy tickets there!”
“They cancelled the first part of my Multi City Flight, and not the second. How am I supposed to reach the second flight destination if my first was cancelled? Thats the whole point of buying a Multi City package. Also, after 1.5 months, still no refund on my cancellation. Also, this happpend during college exams and made my life more stressful. Also, they charge ME for the cancellation. Also, they charge ME to rebook my second flight. Also, because of this I had to pay for a covid test, and quarentine for 14 days. Literally ruined my year with MASSIVE stress.”
“Very difficult to contact Gotogate. When finally I got through on their number, they offered to change my flight for a 30 Euro fee + the difference in the flight fee.
They then proceeded to quote me 500 Euros for a flight be advertised on their website for 200 and refused to reflect the price on their website.
I felt that this was totally fraudulent.”
“they say they have been authorised to refund(first time was over 2 months ago) THEY STILL HAVEN'T. tHEY PROMISE UPDATE 1ST AND 15TTH OF MONTH, GUESS WHAT AS 1ST JAN WAS NEW YEARS DAY THEY ABSOLVED THEMSELVES. If there was aminus star I would have used it.”
“Worse experience ever. Would not use again or recommend. Flight cancelled by airlines and they saying we will charge you to rebook or cancel so I decided to cancel. Agreed £30 fee but end up charging me £110 . I keep ringing them and they just give you simple answer that’s all we got from airline.”
“Bought two return tickets to New York from London for June 2020 which were cancelled by Virgin airline due to Covid 19. Virgin will not refund as we bought tickets online via Go2Gate. Go2Gate will only consider refund in you apply on line and agree to pay a fee. Completed a form in August and have not even had an acknowledgement that the for. Has been received let alone processed. Disgraceful company.”
“Awful company, no customer service and holding on to customer airline refunds with no valid reason.
Have even started charging customers an admin fee to release their airline refunds, disgusting behaviour and absolute scammers.”
“i am very upset at their service. i purchases tickets for my winter trips. I also purchased their Xcoverage for my flights. The information of the coverage did not clarify enough during the time of booking.
- when i emailed them to asked for cancel, they ignored my message. When i called them directly, they did not mentioned about the coverage i bought.
- when i called the air flight company, they told me to call gotogate. when i call gotogate, they told me to call air flight company.
- I am so upset and angry with their service. Very slow-no response. Lack of experience in the procedure working with the air flight companies and useless Xcoverage.
- Very very disappointed and i will never purchase from them.”
“As many of you below, I have purchase the ticket through Gotogate and less than 2 weeks later, recieved a msg from them stating the change has been made to my flight to the destination and now the flight does not exist anymore. so i wanted to just cancel the whole trip but because airline was low cost carrier, they do not assist you with the cancellation process. So I had to call the airline to cancel the retuning flight, and was able to get a full refund into Gotogates corperate Master card. Same as many of you, I’m still waiting for my money back.
After several email to them, I have received an email from Gotogate noting $90 admin fee will be deducted from the full refund, (which I have call in, to complete the process) and also, for the high volume of work due to many flight being cancelled result of COVID. **I mean,,, if you guys are so busy. Stop replaying to these reviews and get these people’s money back.
I have seen/read some reviews on this company, and I’m very suspicious that some of the flight people have book through this company seems to be never existed and people are obligated to make a change/cancelled their flights now, which leads to paying extra ADMIN fee on top. OR just never get their money back. seems like they are using COVID/Pandamic as the great excuse for all of these this nonsenses.
Below is a quote from Jay Maverick on youtube regards to this matter and has filled a police report on them. Please do not use these companies below.
The CEO of this scam is Mathias Hedlund. Wether or not he’s involved in the decision making of stealing people’s money is unknown…but being the CEO he should take some responsibility of the actions of what his company is doing to people. (especially during Pandemic); so please. When you’re reserving flights, avoid these flight search engines; Avoid sear24, Supersaver , Gotogate, Travelstart, Flybillet, Flygvaruhuset, Travelpartner, Budjet, Goleif, Mytrip and Avion. These are all subsidiaries of the same company Etraveli; where Mathias Hedlund is the CEO.
please do not waste your time/money like me and many others here.”
“As I have to cancel the flight ticket due to the increase of Covid-19 cases in Japan as my Wife is Pregnant and Doctor highly recommended not to travel anywhere because of the increase of corona cases. GOTOGATE agency told me to contact the airlines directly to cancel the tickets, And as requested by the airlines, I got the doctor's certificate and submitted to the Airlines (Peach Aviation) and the airlines have agreed to pay the full refund as I have the valid reason for cancelation
I am attaching a copy of the Doctor's certificate and confirmation from Peach Aviation regarding the refund which has made, but the travel agency (GOTOGATE) is asking for the 80% deduction fee (16,200 JPY) even though the airlines have paid the amount fully (20,980 JPY) which is highly unacceptable.
I requested multiple times with the GOTOGATE but they are not agreeing to reduce the fees”
“I baught a ticket through gotogate and later I had to change my flight time so I baught a Extra service for rebooking (Hilfe bei Flugplanänderungen).
When I called they said you have to pay extra amount for the service eventhough I already paid for it and I showed them that I paid put they refused, so I had to pay twice for this Fu...ing service.
They also refused to refund me the first payment.
Never again!!!!!
Whenever you buy a ticket through this website you keep paying money for them for every single change you need to do.
You can use this web site only if you would like to make your flight the most complicated ever then they can do that for you in the best way.
At the end you discover that your Ticket has costed you much much more than any other website.”
“Gotogate is a scam, I waited 7 months for my refund for the flights cancelled by the airline and apart from an automated message that the refund is pending, no communication from their side. Frustrated I claimed on my credit card and now they have come back saying the charge back is invalid because the restrictions were imposed by government and hence the flights were cancelled and since I ticked a box on their site that I accept all their terms and conditions I cannot claim on credit card. This company is not ATOL protected so they are free from all regulations. Below is from their website
ATOL protection
Do my tickets include ATOL protection?
Our agency is not subject to the ATOL protection regulation. Any travel protection (insurance) should be purchased separately either during or after the booking process.”
“Gotogate is a scam. Don't buy tickets from this agency. You don't hear from them after paying your tickets. Their impossible to get hold on if something goes wrong, and you can forget about a refund. I've waited 7,5 months. I've read their liquidity is a problem and their close to bangruptcy”
“Wasting Money and Time!
I will never again reserve my ticket through Gotogate. I had a terrible experience with them. I got my ticket through their website to get a flexible ticket and be able to cancel if anything happened. They charged me for 20 USD more and when I requested my cancelation due to Covid, they just simply said contact your airline. Their costumer service was awful and were not even aware of the service. When I checked with my airline I found out, all the service that they were offering me and charging for was already part of airline policy. and They actually charged me $20 more for nothing. You pay them but when you need their service, they just simply ask you to contact your airline. From now on, I only reserve my ticket through airline and make sure to read its policy.”
